NBC 7 Responds helps couple get $600 refund after not-so-free gift with purchase

A Riverside couple says a “free” gift offered during a cell phone purchase ended up costing them nearly $600 — until NBC 7 Responds stepped in to help.

Martha Hernandez and her husband, Jose Silva, went to a Cricket Wireless store in Riverside looking to buy a new phone. After choosing a Motorola Razr, they say an employee directed them to pick out items from a special section of the store, presenting them as part of a promotion.

The couple selected JBL headphones and a Mello Wave party speaker, believing the items were included at no cost.

But when they later reviewed their bill, they discovered they had been charged nearly $600 for the speaker.

Hernandez said she initially thought the charge was a mistake.

“I thought it was a mistake, that they had gotten it wrong,” Hernandez said.

The couple admits they did not closely review the receipt at the time of purchase and signed it in the store.

When they returned to the Cricket Wireless location and contacted customer service, Hernandez said they were told the charges could not be reversed because they had signed the receipt.

Hernandez described feeling frustrated and misled.

“I felt discomfort, disappointment, and anger because it’s not fair, and I told them I believed what you told me,” Hernandez said.

After weeks of trying to resolve the issue on their own, Hernandez reached out to NBC 7 Responds.

The consumer team contacted AT&T, which owns Cricket Wireless. After several weeks, the couple was able to return the speaker and received a $600 refund in cash.

In a statement, AT&T said: “We apologized to Mr. Silva and Ms. Hernandez for the misunderstanding and any inconvenience caused and addressed their concerns accordingly.”

Hernandez said she believes the outcome would have been different without outside help.

“If it hadn’t been for you all, I don’t think they would have refunded my money,” Hernandez said.

Hernandez said the experience taught her an important lesson: always read documents carefully before signing and ask for a copy of the receipt at the time of purchase.

This story was originally reported for broadcast by NBC San Diego. AI tools helped convert the story to a digital article, and an NBC San Diego journalist edited the article for publication.